Challenges
- No unified system of customer information available
- Manual process of collating leads at the user level using excel sheets to a central repository
- Manual assignment for premium collections over across field executives, branches and outsourced vendors
- Lack of real time integration of with the Data Warehouse system
Solutions
- Single view of customer: System assigned an Unique ID to each common customer across different systems and auto segment those customers
- Sales process automation: Unified sales platform used across tele callers, sales mangers, RSMs and NSMs
- Access to complete customer profile details: Ability to view customer details along with their policy holdings, risk profile, premium payments, claims history, etc.
- Real time integration with Data Warehouse: Custom Search interface to allow users to search through the Policy data residing in DW system
Results
- Access complete customer details : Easy access to single view of customer details along with their policy holdings, risk profile, premium payments, claims history, etc.
- Lead tracking and faster closure : Complete control to define SLA’s and escalation matrix based on the nature of the leads
- Increase in agent productivity : Agents can access information from different internal systems like data warehouse system in real time
- Visibility into company’s sales and service performance : Executives and managers can take corrective measure